Article 18: Complaints, Claims and Legal Proceedings

18.1 Deadlines for Baggage claims

18.1.1 If you discover damage to Checked Baggage at your destination, you must immediately notify our representatives of this and complete the damaged baggage form.

18.1.2 If the holder of the Baggage Check retrieves the corresponding Checked Baggage without making a complaint, this will be adequate proof that the Checked Baggage was delivered in good condition and in accordance with the General Conditions of Carriage. Conflicting claims must be proven true.

18.1.3 If you wish to make a claim for damage to Checked Baggage, you must notify us as soon as possible after discovery of the Damage, and a claim must be submitted on our web page www.norwegian.com, no later than seven (7) days after the receipt of the baggage for the flight.

18.1.4 If you wish to claim for delayed Baggage, you must make your claim no later than twenty one (21) Days after the Baggage was made available for all flights. In addition to your claim, the original Property Irregularity Report must be provided as attached documentation. In addition to your claim, the original Property Irregularity Report must be provided as attached documentation. Please note that you will need to follow our claims process and requirements, and that completing a Property Irregularity Report at the airport is not considered submitting a claim and will not fill the requirements to comply with the time limit for claims, as stated in Article 31 of the Montreal Convention 1999.

18.1.5 Baggage claims must be submitted to the Norwegian Baggage Department in accordance with the guidelines provided on our Website. This information can also be obtained from us.

18.2 Customer complaints and claims

If you wish to submit a complaint or claim, you can contact us online: www.norwegian.com/claims.

18.3 Escalated Complaints and Claims

18.3.1 If, after we have provided a final response, you are still unhappy with the outcome of your complaint or claim, you can escalate your complaint or claim to the National Enforcement Body in the country where your flight took place .

18.3.2 We are required to inform that an Online Dispute Resolution (ODR) platform has been set up by the European Commission providing access to alternative dispute resolution (http://ec.europa.eu/consumers/odr/). We are currently not subscribed to the ODR platform and any complaints or claims submitted here will not reach us.